Salesforce Voice with Telephony Providers Implementation Guide

Overview
Release Notes
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
Amazon Connect Flows
Amazon Connect Flows Best Practices
Sample Flows for Amazon Connect
Amazon CloudWatch Monitoring
Limits and Scaling
PDF

Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Amazon Connect Flows Best Practices

Follow these best practices to ensure your Amazon Connect flows are configured optimally and correctly. If your environment isn’t set up correctly for voice resiliency, you may experience missing calls.

Voice Resiliency

Voice resiliency ensures that the telephony system stays operational when the number of conversations is over limit or when certain background services are affected. See the Voice Resiliency for Salesforce Voice knowledge article for more information about voice resiliency.

If you customized any of the following Sample Voice flows in GitHub, verify they are configured to support voice resiliency:
  • Sample SCV Inbound Flow
  • Sample SCV Transfer Flow For Agent Transfers
  • Sample SCV Transfer Flow For Omni-Channel Transfers
  • Sample SCV Transfer Flow For Queue Transfers
  • Sample SCV Callback Subflow
To support voice resiliency, make sure the the inbound, transfer, and callback flows do the following if the Invoke AWS Lambda function block fails:
  • Routes the voice call to a rep or queue.
  • Doesn’t hang up/disconnect the call, even if a contact flow block errors out.

The Sample SCV flows in GitHub for inbound, transfer, and callback flows are configured to support voice resiliency. Here’s an example from the Sample SCV Inbound Flow contact flow:

Amazon Connect Sample Inbound Flow for voice resiliency